HandyDART Customer-First Plan
The HandyDART Customer-First Plan charts a course for HandyDART’s future, building on past engagement and updated research that helps us better understand who our customers are, why they use the service, and what improvements we can make to service that will support their journey.
Interested in applying to use HandyDART? Visit the HandyDART page to learn more about eligibility and the application process.
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About the Plan
Plan Highlights
HandyDART service is anchored by TransLink’s Customer Promise: to always put you first – your safety, your time, and your connection to the people and places that matter most.
Building on what we’ve heard from customers, their caregivers, and the community, the initiatives outlined in the Plan will improve the customer experience while ensuring TransLink continues to run an efficient and effective service so that it can serve the growing number of people who need it.
The Customer-First Initiatives respond to evolving customer needs and expectations through an increasingly integrated system, delivering changes in eight key areas:
Matching Needs & Services
TransLink is committed to enhancing the customer experience by improving how customers apply, qualify, and travel across the network. These initiatives are designed to align HandyDART services with evolving customer needs while supporting long-term system efficiency.
Initiatives include:
A simpler application process
A more personalized eligibility and review system
Expanded travel training
More Flexible Travel Options
We know that HandyDART customers want more flexible service. The introduction of new booking technology, coupled with key operational changes, will deliver greater convenience, flexibility, and access to the system.
Initiatives include:
Online trip booking
Improved trip availability
Expanded hours of service
Convenient & More Reliable Travel
Designed to give customers greater peace of mind, make service delivery more transparent, and ensure HandyDART keeps pace with evolving fare systems, these initiatives are focused on strengthening reliability, accountability, and integration.
Initiatives include:
Improved trip reliability
Integration with future new Compass system
Modernized Fleet
Changes in how customers travel has resulted in a significant shift towards ‘demand’ trips, leaving opportunities for innovations in scheduling and new vehicle types.
Initiatives include:
Smaller vehicles
Electric vehicles
Increased Peace of Mind
Improving communication, transparency, and trust throughout the HandyDART customer journey will reduce customer wait times, offer greater peace of mind through real-time information, and ensure that HandyDART drivers and vehicles are easily identified.
Initiatives include:
Improved real-time trip information
Timely and customized notifications
Enhanced visual identification for HandyDART taxis
Enhanced Quality of Care
No matter the service provider, consistent, high-quality customer experience across all service providers is critical.
Initiatives include:
Expanded training for non-dedicated service providers
Non-dedicated service provider certification
Strengthened accountability
Building Customer Connections
Easier access to HandyDART information and service, better feedback systems, and a refreshed brand identity will help strengthen customers’ relationship with HandyDART. These efforts are designed to make it easier for customers to access services, share their experiences, and see their needs reflected in how HandyDART operates.
Initiatives include:
Easier to connect with us
Improved customer feedback process
Evolving the HandyDART brand
Making it Possible
Some of the improvements in this plan involve changes to the systems and processes that support HandyDART. While customers may not see these changes, they are essential to making the improvements possible.
Initiatives include:
Enhanced internal capacity
Specialized delivery partners
Facilities
Software & data
Coordinating with Provincial partners
Our Progress
In the coming years, the changes outlined in the Customer-First Plan will make HandyDART service more reliable, available, and resilient. Customer and stakeholder engagement will continue as part of the individual initiatives within the plan to help ensure they meet the needs of HandyDART customers.
Later Service Hours
In early 2026, HandyDART hours were extended from 12 a.m. to 2 a.m., improving service reliability for customers and aligning more closely with SkyTrain operating hours. The first improvement implemented from the Customer-First Plan, this gives customers more flexibility and better access to late-night transportation for work shifts, social outings, community events, concerts, sports games, and more.
To learn more about what late night service means to HandyDART customers, read Brian Gibney’s story on the Buzzer Blog.
New Booking Software
TransLink announced its partnership with Spare, a Vancouver-based tech company, in early 2026 to deliver a massive software overhaul that will make HandyDART more convenient and easier to use, significantly improving the overall customer experience.
The new software will make HandyDART more user-friendly and transparent for customers. Users and caregivers will be able to book and cancel trips online through a smartphone app or website at any time, in addition to calling to book a HandyDART trip, which will remain an option. Customers will also be able to see real-time vehicle locations, receive clearer trip notifications and pick-up alerts, and provide feedback more easily. The system will also simplify HandyDART applications and registration.
The software is currently in development and is expected to launch in 2027.
TransLink remains committed to enhancing customer experiences through the HandyDART Customer-First Plan. These early improvements mark important progress, with more changes from the already in development. TransLink will continue to track progress and work with customers and stakeholders as we roll out additional improvements.
